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Group retarget after 5 min

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Anonas

Anonas

IS-IT--Management
Feb 22, 2024
10
FR
Hello,

I have a very particular problem again.

I have a group set up as a " collective call ", and a Voicemail Pro " queue " module.
When calls arrive on this group, my 4 agents ring without any problem. However, after 5 minutes, the call is "retargeted" (I can see this via the ssa), and it returns to the group, but the calls are split between the agents, so it's no longer the group that rings, but the agents themselves.
The problem is that my real-time stats software (Avaya Call Reporting) considers that these agents are no longer available because they are ringing.

Any clues ?

Thanks !
 
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No overflow for this group.

Few generics to play messages, a very basic scenario here.
There is no leave point, only "Queue"

I have made a monitor trace, and we can see a "Retarget" on the first lines.

12:24:27 162160194mS CMTARGET: 0a0a006e1200757e 10588.302019966.0 4565 DELOMPRE A.0: AttemptStopRinging
12:24:27 162160194mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: Retarget NOANSWER EXCEPTED=00000001 INCLUDED=00000001 ValidTargets=0
12:24:27 162160195mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: RetargetNoAnswer on HUNTGROUP=Gp CRC SI. Ring Attempt 0 All Extensions Attempted
12:24:27 162160195mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: AddHGTarget Gp CRC SI (depth=1) allowq=0 type=CMNTypeDefault
12:24:27 162160196mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: OV visable. VM NOT visable:Group VM off GNOD
12:24:27 162160196mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: FindNextInServiceHgInHgIncludedList: No Alternative!
12:24:27 162160197mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: PrimeForHGTarget: Gp CRC SI setorig=0 recall=0 resetExtnVars 1 catchcount=0
12:24:27 162160197mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: AddHGTarget Gp CRC SI (depth=2) allowq=0 type=CMNTypeDefault
12:24:27 162160198mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: AddHGTargetRingGroup Gp CRC SI starting at 0
12:24:27 162160199mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: ADD USER: FOLIO B depth=3 disallow_cw=0 dnd=0 real_call=1 group_call=1 type(CMNTypeDefault) incl(0x0) excpt(0x3c), allow_redir(1) remote=00000000 simult 1 (0) r_l
ic=T
12:24:27 162160200mS CMCallEvt: 0000000000000000 0.302019990.0 -1 BaseEP: NEW CMEndpoint f42a57a4 TOTAL NOW=11 CALL_LIST=4
12:24:27 162160200mS CMCallEvt: 0000000000000000 0.302019990.0 -1 FOLIO B.-1: NEW CMExtnEndpoint f42a57a4, Name=FOLIO B, Extn=550, Phys Extn=550
12:24:27 162160203mS CMTARGET: 0a0a006e12007596 10737.302019990.0 4565 FOLIO B.0: ADD SIMULTANEOUS
12:24:27 162160204mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: ADD USER: DELOMPRE A depth=3 disallow_cw=0 dnd=0 real_call=1 group_call=1 type(CMNTypeDefault) incl(0x0) excpt(0x3c), allow_redir(1) remote=00000000 simult 2 (0)
r_lic=T
12:24:27 162160204mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: ADD USER: TONI E depth=3 disallow_cw=0 dnd=0 real_call=1 group_call=1 type(CMNTypeDefault) incl(0x0) excpt(0x3c), allow_redir(1) remote=00000000 simult 1 (0) r_li
c=T
12:24:27 162160205mS CMTARGET: NULL: ADD PRIMARY
12:24:27 162160205mS CMTARGET: TryLoggedOutTargeting for user TONI E Failed Normal
12:24:27 162160205mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: ADD USER: CRC SI 4 depth=3 disallow_cw=0 dnd=0 real_call=1 group_call=1 type(CMNTypeDefault) incl(0x0) excpt(0x3c), allow_redir(1) remote=00000000 simult 2 (0) r_
lic=T
12:24:27 162160206mS CMCallEvt: 0000000000000000 0.302019991.0 -1 BaseEP: NEW CMEndpoint f442cd6c TOTAL NOW=12 CALL_LIST=4
12:24:27 162160207mS CMCallEvt: 0000000000000000 0.302019991.0 -1 CRC SI 4.-1: NEW CMExtnEndpoint f442cd6c, Name=CRC SI 4, Extn=553, Phys Extn=553
12:24:27 162160210mS CMTARGET: 0a0a006e12007597 10666.302019991.0 4565 CRC SI 4.0: ADD SIMULTANEOUS
12:24:27 162160210mS CMTARGET: 0a0a006e12007579 18.302019961.1 4565 SIPTrunk Endpoint: GetNoAnswerTimer:1200
12:24:27 162160211mS CMACD: 0a0a006e1200757b 0.302019963.0 4565 ACDTep(Gp CRC SI) ProcessOutboundMsg CMSetup
12:24:27 162160211mS CMExtnRxC: v=5555
CMSetup
Line: type=NoLine 0 Call: lid=0 id=302019963 in=0
Called[3550] Type=Default (100) Reason=CMDRdirect SndComp Calling[MyNumber@operator.ip] Type=NetworkSpecific Plan=Default Pres=Allowed (0)
BC: CMTC=Speech CMTM=CallIndSigCon CMTR=64 CMST=Default CMU1=ALaw
IE CMIECallingPartyName (110)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIECalledPartyName (224)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIERedirectingPartyName (232)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIERedirectingPartyNumber (234)(P:100 S:100 T:100 N:100 R:4) number=3550
IE CMIEOriginalCalledPartyName (236)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIEOriginalCalledPartyNumber (238)(P:100 S:100 T:100 N:100 R:4) number=3550
IE CMIEIcrPriorityDetail (239) Priority = 1
IE CMIEDIDNumber (245)(P:100 S:100 T:100 N:100 R:4) number=0467697098
IE CMIEMohSourceId (247) MOH Source = 1
UUI type=User2User [.] [0xff ]
Display [MyNumber>Gp CRC SI]
Locale: fra
12:24:27 162160212mS CMCallEvt: 0a0a006e12007596 10737.302019990.0 4565 FOLIO B.0: StateChange: END=T CMCSIdle->CMCSOffering
12:24:27 162160213mS SS : 0a0a006e12007596 10737.302019990.0 4565 FOLIO B.0 TxSSMsg, adding SSMsgData::CallingName (CMSetup)
12:24:27 162160215mS CMExtnTxC: v=550
CMSetup
Line: type=NoLine 0 Call: lid=10737 id=302019990 in=0
Called[550] Type=Default (100) Reason=CMDRdirect SndComp Calling[MyNumber@operator.ip] Type=NetworkSpecific Plan=Default Pres=Allowed (0)
BC: CMTC=Speech CMTM=CallIndSigCon CMTR=64 CMST=Default CMU1=ALaw
IE CMIESupplementaryService (3)
Network Facility Extension
sourceEntity: 0
destinationEntity: 0
Interpretation APDU
discardAnyUnrecognisedInvokePdu
CallingName.Invoke.CodePageISO8859-1
invokeId 24709
user 'MyNumber' presentation Allowed
IE CMIEFastStartInfoData (6) 6 item(s)
IE CMIEMediaWaitForConnect (16) CMIEMediaWaitForConnect
IE CMIECallingPartyName (110)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIESimultTargeting (199) targeting flags 8 CALLED_SIM
IE CMIECalledPartyName (224)(Type=CMNameInternalUser) name=FOLIO B
IE CMIECalledPartyKName (225)(Type=CMNameDefault) name=FOLIO Barbara
IE CMIERespondingPartyName (228)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIERespondingPartyNumber (230)(P:0 S:100 T:3 N:100 R:4) number=MyNumber@operator.ip
IE CMIEDeviceDetail (231) 0a0a006e12007579 LOCALE=fra HW=15 VER=11 class=CMDeviceSIPTrunk type=0 number=18 channel=2 features=0x20 rx_gain=32 tx_gain=32
ep_callid=302019961 ipaddr=10.10.0.110 apps=0 loc=999 em_a_loc=999 em_d_loc=0 features2=0x0 is_spcall=1 ignores_dtmf=0
avgsid=<>
IE CMIERedirectingPartyName (232)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIERedirectingPartyNumber (234)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEOriginalCalledPartyName (236)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIEOriginalCalledPartyNumber (238)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEIcrPriorityDetail (239) Priority = 1
IE CMIEDIDNumber (245)(P:100 S:100 T:100 N:100 R:4) number=0467697098
IE CMIEMohSourceId (247) MOH Source = 1
IE CMIESecurityData (253) 2 item(s)
CMSecurityElement RX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
CMSecurityElement TX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
UUI type=User2User [3550..] [0x33 0x35 0x35 0x30 0xff 0xff ]
Display [MyNumber>Gp CRC SI]
Timed: 28/03/24 12:24
Locale: fra
12:24:27 162160216mS CMExtnEvt: FOLIO B: CMExtnHandler::SetCurrent( id: 0->302019990 )
12:24:27 162160217mS CMExtnTx: v=550, p1=0
CMSetup
Line: type=SIPLine 260 Call: lid=10737 id=302019990 in=0
Called[550] Type=Default (100) Reason=CMDRdirect SndComp Calling[MyNumber@operator.ip] Type=NetworkSpecific Plan=Default Pres=Allowed (0)
BC: CMTC=Speech CMTM=CallIndSigCon CMTR=64 CMST=Default CMU1=ALaw
IE CMIESupplementaryService (3)
Network Facility Extension
sourceEntity: 0
destinationEntity: 0
Interpretation APDU
discardAnyUnrecognisedInvokePdu
CallingName.Invoke.CodePageISO8859-1
invokeId 24709
user 'MyNumber' presentation Allowed
IE CMIEFastStartInfoData (6) 6 item(s)
IE CMIEMediaWaitForConnect (16) CMIEMediaWaitForConnect
IE CMIECallingPartyName (110)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIESimultTargeting (199) targeting flags 8 CALLED_SIM
IE CMIECalledPartyName (224)(Type=CMNameInternalUser) name=FOLIO B
IE CMIECalledPartyKName (225)(Type=CMNameDefault) name=FOLIO Barbara
IE CMIERespondingPartyName (228)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIERespondingPartyNumber (230)(P:0 S:100 T:3 N:100 R:4) number=MyNumber@operator.ip
IE CMIEDeviceDetail (231) 0a0a006e12007579 LOCALE=fra HW=15 VER=11 class=CMDeviceSIPTrunk type=0 number=18 channel=2 features=0x20 rx_gain=32 tx_gain=32
ep_callid=302019961 ipaddr=10.10.0.110 apps=0 loc=999 em_a_loc=999 em_d_loc=0 features2=0x0 is_spcall=1 ignores_dtmf=0
avgsid=<>
IE CMIERedirectingPartyName (232)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIERedirectingPartyNumber (234)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEOriginalCalledPartyName (236)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIEOriginalCalledPartyNumber (238)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEIcrPriorityDetail (239) Priority = 1
IE CMIEDIDNumber (245)(P:100 S:100 T:100 N:100 R:4) number=0467697098
IE CMIEMohSourceId (247) MOH Source = 1
IE CMIESecurityData (253) 2 item(s)
CMSecurityElement RX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
CMSecurityElement TX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
UUI type=User2User [3550..] [0x33 0x35 0x35 0x30 0xff 0xff ]
Display [MyNumber>Gp CRC SI]
Timed: 28/03/24 12:24
Locale: fra
12:24:27 162160221mS SIP Tx: TLS 10.10.0.110:5061 -> 10.1.200.147:54236
INVITE sip:550@10.1.200.147;transport=tls SIP/2.0
Via: SIP/2.0/TLS 10.10.0.110:5061;rport;branch=z9hG4bK2634000785948d9f165b18a5098f9d3b
From: "MyNumber" <sip:MyNumber@Client.FQDN>;tag=3a81e2674dde19d1
To: <sip:550@Client.FQDNtransport=tls>
Call-ID: 58135f5b4aa76b860ea77af7ac25eae0
CSeq: 525349562 INVITE
Contact: "MyNumber" <sip:MyNumber@10.10.0.110:5061;transport=tls>
Max-Forwards: 70
Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,INFO,REFER,NOTIFY,SUBSCRIBE,REGISTER,PUBLISH,UPDATE
Supported: timer,100rel
Min-SE: 180
Session-Expires: 180;refresher=uac
User-Agent: IP Office 11.1.2.4.0 build 18
P-Asserted-Identity: "MyNumber>Gp CRC SI" <sip:MyNumber@10.10.0.110:5061>
Content-Type: application/sdp
Content-Length: 273

v=0
o=UserA 3041637291 2178372662 IN IP4 10.10.0.110
s=Session SDP
c=IN IP4 10.10.0.110
t=0 0
m=audio 49154 RTP/AVP 8 0 18 101
a=rtpmap:8 PCMA/8000
a=rtpmap:0 PCMU/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
12:24:27 162160224mS CMCallEvt: 0a0a006e12007597 10666.302019991.0 4565 CRC SI 4.0: StateChange: END=T CMCSIdle->CMCSOffering
12:24:27 162160225mS SS : 0a0a006e12007597 10666.302019991.0 4565 CRC SI 4.0 TxSSMsg, adding SSMsgData::CallingName (CMSetup)
12:24:27 162160227mS CMExtnTxC: v=553
CMSetup
Line: type=NoLine 0 Call: lid=10666 id=302019991 in=0
Called[553] Type=Default (100) Reason=CMDRdirect SndComp Calling[MyNumber@operator.ip] Type=NetworkSpecific Plan=Default Pres=Allowed (0)
BC: CMTC=Speech CMTM=CallIndSigCon CMTR=64 CMST=Default CMU1=ALaw
IE CMIESupplementaryService (3)
Network Facility Extension
sourceEntity: 0
destinationEntity: 0
Interpretation APDU
discardAnyUnrecognisedInvokePdu
CallingName.Invoke.CodePageISO8859-1
invokeId 24710
user 'MyNumber' presentation Allowed
IE CMIEFastStartInfoData (6) 6 item(s)
IE CMIEMediaWaitForConnect (16) CMIEMediaWaitForConnect
IE CMIECallingPartyName (110)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIESimultTargeting (199) targeting flags 8 CALLED_SIM
IE CMIECalledPartyName (224)(Type=CMNameInternalUser) name=CRC SI 4
IE CMIECalledPartyKName (225)(Type=CMNameDefault) name=CRC SI 4
IE CMIERespondingPartyName (228)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIERespondingPartyNumber (230)(P:0 S:100 T:3 N:100 R:4) number=MyNumber@operator.ip
IE CMIEDeviceDetail (231) 0a0a006e12007579 LOCALE=fra HW=15 VER=11 class=CMDeviceSIPTrunk type=0 number=18 channel=2 features=0x20 rx_gain=32 tx_gain=32
ep_callid=302019961 ipaddr=10.10.0.110 apps=0 loc=999 em_a_loc=999 em_d_loc=0 features2=0x0 is_spcall=1 ignores_dtmf=0
avgsid=<>
IE CMIERedirectingPartyName (232)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIERedirectingPartyNumber (234)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEOriginalCalledPartyName (236)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIEOriginalCalledPartyNumber (238)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEIcrPriorityDetail (239) Priority = 1
IE CMIEDIDNumber (245)(P:100 S:100 T:100 N:100 R:4) number=0467697098
IE CMIEMohSourceId (247) MOH Source = 1
IE CMIESecurityData (253) 2 item(s)
CMSecurityElement RX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
CMSecurityElement TX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
UUI type=User2User [3550..] [0x33 0x35 0x35 0x30 0xff 0xff ]
Display [MyNumber>Gp CRC SI]
Timed: 28/03/24 12:24
Locale: fra
12:24:27 162160228mS CMExtnEvt: CRC SI 4: CMExtnHandler::SetCurrent( id: 0->302019991 )
12:24:27 162160229mS CMExtnTx: v=553, p1=0
CMSetup
Line: type=SIPLine 260 Call: lid=10666 id=302019991 in=0
Called[553] Type=Default (100) Reason=CMDRdirect SndComp Calling[MyNumber@operator.ip] Type=NetworkSpecific Plan=Default Pres=Allowed (0)
BC: CMTC=Speech CMTM=CallIndSigCon CMTR=64 CMST=Default CMU1=ALaw
IE CMIESupplementaryService (3)
Network Facility Extension
sourceEntity: 0
destinationEntity: 0
Interpretation APDU
discardAnyUnrecognisedInvokePdu
CallingName.Invoke.CodePageISO8859-1
invokeId 24710
user 'MyNumber' presentation Allowed
IE CMIEFastStartInfoData (6) 6 item(s)
IE CMIEMediaWaitForConnect (16) CMIEMediaWaitForConnect
IE CMIECallingPartyName (110)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIESimultTargeting (199) targeting flags 8 CALLED_SIM
IE CMIECalledPartyName (224)(Type=CMNameInternalUser) name=CRC SI 4
IE CMIECalledPartyKName (225)(Type=CMNameDefault) name=CRC SI 4
IE CMIERespondingPartyName (228)(Type=CMNameDefaultFavorDir) name=MyNumber
IE CMIERespondingPartyNumber (230)(P:0 S:100 T:3 N:100 R:4) number=MyNumber@operator.ip
IE CMIEDeviceDetail (231) 0a0a006e12007579 LOCALE=fra HW=15 VER=11 class=CMDeviceSIPTrunk type=0 number=18 channel=2 features=0x20 rx_gain=32 tx_gain=32
ep_callid=302019961 ipaddr=10.10.0.110 apps=0 loc=999 em_a_loc=999 em_d_loc=0 features2=0x0 is_spcall=1 ignores_dtmf=0
avgsid=<>
IE CMIERedirectingPartyName (232)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIERedirectingPartyNumber (234)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEOriginalCalledPartyName (236)(Type=CMNameInternalGroup) name=Gp CRC SI
IE CMIEOriginalCalledPartyNumber (238)(P:100 S:100 T:101 N:100 R:4) number=3550
IE CMIEIcrPriorityDetail (239) Priority = 1
IE CMIEDIDNumber (245)(P:100 S:100 T:100 N:100 R:4) number=0467697098
IE CMIEMohSourceId (247) MOH Source = 1
IE CMIESecurityData (253) 2 item(s)
CMSecurityElement RX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
CMSecurityElement TX_ONLY {
CMSRTPCryptoCapability none
Codecs list (size 4)
}
UUI type=User2User [3550..] [0x33 0x35 0x35 0x30 0xff 0xff ]
Display [MyNumber>Gp CRC SI]
Timed: 28/03/24 12:24
Locale: fra
12:24:27 162160234mS SIP Tx: TLS 10.10.0.110:5061 -> 10.2.0.111:63363
INVITE sip:553@10.2.0.111;transport=tls SIP/2.0
Via: SIP/2.0/TLS 10.10.0.110:5061;rport;branch=z9hG4bKbe0125161a2d5161d731ef7a4a02c5d1
From: "MyNumber" <sip:MyNumber@Client.FQDN>;tag=5fd60f55e9871af5
To: <sip:553@Client.FQDN;transport=tls>
Call-ID: 1e4c503b52fec0b094dd827e9a96ed32
CSeq: 618964674 INVITE
Contact: "MyNumber" <sip:MyNumber@10.10.0.110:5061;transport=tls>
Max-Forwards: 70
Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,INFO,REFER,NOTIFY,SUBSCRIBE,REGISTER,PUBLISH,UPDATE
Supported: timer,100rel
Min-SE: 180
Session-Expires: 180;refresher=uac
User-Agent: IP Office 11.1.2.4.0 build 18
P-Asserted-Identity: "MyNumber>Gp CRC SI" <sip:MyNumber@10.10.0.110:5061>
Content-Type: application/sdp
Content-Length: 273

v=0
o=UserA 1333975580 2997307918 IN IP4 10.10.0.110
s=Session SDP
c=IN IP4 10.10.0.110
t=0 0
m=audio 49158 RTP/AVP 8 0 18 101
a=rtpmap:8 PCMA/8000
a=rtpmap:0 PCMU/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
12:24:27 162160238mS SIP Tx: TLS 10.10.0.110:5061 -> 10.40.200.190:56003
CANCEL sip:551@10.40.200.190;transport=tls SIP/2.0
Via: SIP/2.0/TLS 10.10.0.110:5061;rport;branch=z9hG4bK08ed305ed09c9cbce2e42a166158b6c6
From: "MyNumber" <sip:MyNumber@Client.FQDN>;tag=b85538f11fd0edb0
To: "DELOMPRE A" <sip:551@Client.FQDN;transport=tls>
Call-ID: 5461b45e593f9e294730123871dd6640
CSeq: 1556767039 CANCEL
Max-Forwards: 70
Supported: timer,100rel
User-Agent: IP Office 11.1.2.4.0 build 18
Reason: Q.850;cause=16;text="Normal call clearing"
Content-Length: 0
 
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